A call center is a centralized department that handles inbound and outbound calls from current and potential customers. Call centers are located either within an organization or outsourced to another company that specializes in handling calls.
What is the difference between a call center and a contact center?
Call centers focus on one communication channel: the telephone.Contact centers provide support from additional channels, such as email, chat, websites and applications. A contact center may include one or more call centers.
Contact centers provide omnichannel support, assisting customers on whichever channel or device they use. Whether an organization chooses a call center or contact center depends on its products and services, the channels on which it provides customer support and the structures of the organization’s support teams.